When something goes wrong

If something isn’t working the way you expected, you’re in the right place. Pick the topic closest to what you’re seeing and you’ll find the most common symptoms, what each one means, and what to do about it.

Find your symptom

Account & sign-in

Can’t sign in at your firm’s host, email verification, password reset, session timeout, two-factor. Read →

Clients & profiles

Can’t find a client, intake link problems, family and dependent sub-profiles. Read →

Documents & uploads

Upload failures, password-protected PDFs, supported formats, finalized documents. Read →

Forms, cases & filings

Blank fields, form fill issues, e-signature not stamping, USCIS rejections. Read →

Members & access

Invitations not arriving, changing roles, permission gaps. Read →

Billing & payments

Your firm’s billing page, card declines, filing-payment (ACH) setup for USCIS fees. Read →

Two-thirds of issues are one of two things

Either a filter is hiding what you’re looking for, or a session has quietly timed out. Before anything else: clear filters on the page you’re on, and if actions are failing, sign out and back in at <yourhost>/login.

When your issue isn’t listed

If your specific problem isn’t covered here, or you followed the fix and it didn’t help, open a ticket from Help & support in the nav menu. Support tickets are threaded, so the back-and-forth stays in one place and anyone on your firm’s team can follow it.

To get a fast, useful answer, include:

1. What you were doing when it happened
2. The error message, word for word — a screenshot is best
3. The client name, form, or job it involves — whatever’s relevant
4. Roughly when it happened, in your local time